ComplaintsforKey Collision Of Keene

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible place to deal with. Had to go back numerous times to have them fix what they had done. The paint on the front and rear bumpers doesn't match the restbof my truck, see the pictures. I went there today to have them look at the paint match issue. Tom kept interrupting me while I was trying to talk and stated that they would not repaint the front or rebumper. They left trash in the bed of my truck. Did not clean the inside of my truck which was covered in paint dust from sanding. Also the used double sided tape to reattach the plastic lower bed corner piece and not even a day later it was falling off. There was overspray on the plastic front mud guard. When they installed one of the rear bumper steps of the end of the bumper in was not done correctly. I went back to have them fix this issue and the scratched the rear bumper that they just installed and painted so they had to repaint and reclear it. In talking with Judy, the manager, she started to give me a hard time over the phone about the paint match issue saying that they went above and beyond for me. No you did not go above and beyond for me. You had to fix numerous issues that your workers did not do correctly. I felt like I was treated horrible. Also one of the decals that they applied had large bubbles in it. They had to fix that too. As I was waiting today to meet with Tom and their paint technician I over heard a lady that was coming back with her vehicle after a repair that had front bumper fitment issues, I also had this issue, and that several screws where not reinstalled on this lady's vehicle. So in closing AVOID KEY COLLISION IF YOU NEED AUTOBODY WORK DONE ON YOUR VEHICLE.

  Business response

  07/01/2022

  The Customer brought his vehicle to our shop with vandalism damage in numerous locations.  When he took delivery of the vehicle and brought it home, he went over it and found a couple of issues.  I had him come back to the shop and we addressed the issues, one of which was a side step on the rear bumper that was not seeded correctly.  My technician, when adjusting this, scratched the rear bumper.  I immediately agreed to fix the scratch and repaint the rear bumper for The Customer.  Another issue he brought up was the fact the front bumper did not fit around the fog lamps very well.  I explained that it was an aftermarket bumper, that is what the insurance company approved, and many times these aftermarket parts do not fit perfectly.  We did make an adjustment that fixed some of the gaps, and The Customer said it looked much better.  However, we did take photos and I told The Customer if he was still not happy with the fit of the front bumper to let me know and we would advocate for him with the insurance company to get an OEM (original manufacturer) bumper cover.  We then scheduled him in to have the rear bumper repaired and repainted.
  
  A few days later he called informing me that one of the trim pieces on the bedside was falling off because it was not adhered correctly, that we should not have used double sided tape and there was a specific adhesive we should have used.  I assured him double sided tape is what was used from the factory, but he insisted I was wrong and told me he was going to take the part of because it was going to fall off.  I advised him if he ripped the part off and did any damage it would void the warranty and asked him to leave it be until he brought the vehicle in to have the rear bumper addressed, and that I would order a new part.  He then asked about the front bumper and insisted he told me that he wanted that replaced as well.  I recalled our conversation when he was here last, that he was happy with the adjustments we had made, and that I had asked him to call me specifically if he wanted the front bumper replaced, but that I had never heard from him.  Either way, we would take care of getting the OEM bumper approved by the insurance company, which we did, and would replace it when he came back to have the rear bumper work done.
  
  When The Customer dropped the vehicle off, myself, my estimator, and one of my technicians all went over everything that needed to be addressed with The Customer.  My technician specifically explained why the manufacturer uses double sided tape to adhere the trim pieces and not any other adhesives.  We took the vehicle in, painted and replaced both bumpers, replaced the trim piece on the bedside.  The Customer picked up the vehicle at the end of the day and said that everything looked great.
  
  A couple of days later he called me and informed me that we needed to repaint the bumpers because the paint did not match.  He had taken pictures, he was sending them to the insurance company, and I needed to get him in immediately to rectify this.  I informed him that our schedule was booked and gave him an option when he could come by so we could take a look, and he insisted it needed to be sooner.  At that point I suggested he contact his insurance company directly and send them photos, which he did.  The insurance company sent me the photos, we reviewed them and did not see any significant differences in the paint colors.  We eventually got him in so we could take a look where my estimator, one of my superiors and my painter all went out to look and all agreed that what The Customer was seeing was light variations as the light reflected on the bumper’s curves.  Our painter also explained that he mixed the paint exactly the same as he did when the vehicle was here the first time.  The Customer was extremely angry and left, went to his insurance company, put together a list of additional issues, and is now coming back again next week so we can address those.

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